Help Scout
Help ScoutReviews from AWS customer
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Help Scout really helps a lot
What do you like best about the product?
I love that all is in a specific order, I can find something in just few seconds, and have control about every team.
What do you dislike about the product?
Maybe, sometimes is a minor bug that makes it slow, but just for a few moments.
What problems is the product solving and how is that benefiting you?
It is so quickly for responding to our customers, and review all the last items of the same or new thing.
Great for Content Inquiries
What do you like best about the product?
As a content manager, I use HelpScout every day to field incoming guest post and linkbuilding requests for our five blogs. I love how easy it is to keep track of ongoing conversations and flag spammy inquiries so I don't have to keep dealing with them. Ain't nobody got time for that!
What do you dislike about the product?
The only thing I don't like is how the interface automatically redirects me to a different ticket once I've responded to a ticket. It would be nice if I could just stay on the same page.
What problems is the product solving and how is that benefiting you?
Like I said, HelpScout is great for flagging spammy inquiries. It's a time-saver, because I don't have to keep dealing with the same spammy message senders over and over again.
Help Scout has completely changed how we handle support requests and implementations!
What do you like best about the product?
Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more!
What do you dislike about the product?
We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful.
What problems is the product solving and how is that benefiting you?
We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility.
Recommendations to others considering the product:
I highly recommend help scout for anyone who needs a shared inbox for support tickets! Most accessible to set up and quick to go live (within minutes)!
Help Scout review
What do you like best about the product?
I like the ability to assign task to team members and the tracking feature.
What do you dislike about the product?
It doesn't "mesh" with the other system , Zywave, that I use for client tasks and sometimes I have to double up on activities.
What problems is the product solving and how is that benefiting you?
Answering questions on benefits and assisting with claims.
Great way to provide Great Customer Support
What do you like best about the product?
Helpscout is a great tool to provide the best customer service possible to interact with clients while sharing the email with your team. The feedback feature is also quite helpful!
What do you dislike about the product?
At this moment there isn't much to dislike about helpscout.
What problems is the product solving and how is that benefiting you?
Being able to work with my team in an efficient manner while keeping the line of communication to one person on the outside, helps make problem-solving for customers very efficient.
Simplicity
What do you like best about the product?
The simplicity of the product is what makes this really appealing.
What do you dislike about the product?
I don't have much to share on this front.
What problems is the product solving and how is that benefiting you?
We communicate with our customers and allow them to get in touch with us.
Best Customer Service Tool We've Ever Experienced
What do you like best about the product?
Ease of use. Ability to collaborate efficiently.
What do you dislike about the product?
There is no option to snooze tickets. Please do it, guys!
What problems is the product solving and how is that benefiting you?
Managing customer service is not possible through email which was we used to do before. Help Scout allows us to manage it perfectly and it also lets us see the performance of each individual agent as well as the whole performance.
Best Solution for Small Teams who Support a Large Customer Base
What do you like best about the product?
Simplicity to use, clear navigation, variate of options at the affordable price
What do you dislike about the product?
Not being able to set somebody offline in chat as an admin when they forgot to sign off.
What problems is the product solving and how is that benefiting you?
We respond to questions and technical problems that our customers raise. Help Scout is very powerful to manage the ticket flow, so the team of 2 deals with a global user base at ease.
Well designed with great customer support.
What do you like best about the product?
The layout of the program, the search function and the previous conversation history on the side panel.
What do you dislike about the product?
Can't say I disliked anything. I have been overall satisfied with Helpscout.
What problems is the product solving and how is that benefiting you?
Collecting data from previous customers that provides a baseline for how I assist other customers to provide a consistent experience.
Recommendations to others considering the product:
Clean layout with the easy interface that should work for all competency levels.
One of my favorite software (and people) on Earth!
What do you like best about the product?
HelpScout's support team is INCREDIBLE! If you have any questions about the software, a support business process, or anything at all, they will go to the ends of the Earth to assist you. Their software is very user-friendly and easy to use and has some really great features. It also creates a very light and friendly support experience for the end user.
What do you dislike about the product?
HelpScout's Docs text editor (where you are writing your knowledgebase articles) is horrendous. This is extremely frustrating because there are dozens of free Text Editor APIs on the market, and our engineering team is implemented one in our product in less than 30 minutes of engineering time that works perfectly. So while they come out with great new features, they are not fixing a core and essential element of a Help Desk software suite, despite it being an extremely low-effort fix. This is infuriating and frustrating to the point that we have considered switching to far worse HelpDesk software (basically any other on the market) because HelpScout's text editor is so poor. However, all of the other upsides, especially HelpScout's amazing team, have so far kept me from doing so. I am hoping this is fixed soon :)
What problems is the product solving and how is that benefiting you?
We use HelpScout to offer email support and a knowledge base from our software product. Our entire support team utilizes it daily, and it is extremely powerful and efficient. The benefits have been running an efficient support department (and offering self-service) to our end users.
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